Complaints, giving feedback, and whistleblowing are often taboo. From childhood, many people are taught not to speak up, especially if you feel you are not in a position of power. In Aged Care, however, it is vital that Elders use their voice, and are given opportunities to do so. The people writing legislation, government, and those like us providing services, are not likely to be on the receiving end of aged care, and for a truly person-centred approach, there needs to be healthy communication between all stakeholders.
Aboriginal Community Services is committed to improving our services to individuals receiving funded aged care and the community, but we know things don’t always go the way they should. We welcome feedback, complaints, and disclosures that qualify for whistleblower protection under the Aged Care Act 2024. The new Act does more to protect whistleblowers who disclose issues about registered providers, responsible persons and aged care workers. Disclosures may relate to misconduct, neglect, abuse, non-compliance or any act or omission that may pose a risk to the safety of individuals receiving funded aged care services.
You will not be victimised or discriminated against for making a complaint, giving feedback or making a disclosure. You have a right to express concerns, and this is something we take very seriously. Any feedback, complaint or disclosure that qualifies for protection under the Aged Care Act 2024 will be managed accordingly and you will be asked whether you want to submit it using the ACS Feedback and Complaints System or the ACS Whistleblower System. Reports can be made in person, over the phone or in writing and you will have the choice to remain anonymous. Please find the feedback option on our website through this link. When you select ‘feedback and complaints’ as your enquiry type you will be given an option to switch to an anonymous form.
Our staff are also asked to log any verbal or written feedback received in their day-to-day operations, and this plays a large role in our improvements process.
Ultimately, we want you to feel safe to speak up when you feel something isn’t right.
